Senior Customer Care Specialist
hace 2 días
As a Senior Customer Care Specialist at Emerson, you will play a vital role in our organization, serving as the primary contact for Impact Partners after order entry. Your key responsibilities will include handling multiple accounts and identifying areas for improvement.
Key Responsibilities- Communication
- Serve as the primary point of contact for Emerson ISV, engaging with all customers and Emerson Impact Partners within your assigned region.
- Respond to all customer inquiries within 24 hours.
- Conduct weekly calls with customers to provide order updates and ensure alignment with customer request dates.
- Maintain clear and open communication with both internal teams and external partners.
- Order Execution
- Proactively handle backlog execution to fulfill monthly POR shipment commitments.
- Collaborate across multiple subject areas to ensure timely entry, release from holds, scheduling, and execution of orders.
- Ensure all orders are accurately entered to meet product specifications, agreed delivery times, certifications, and documentation requirements.
- Prioritize order execution by working closely with planners, buyers, and the plant to meet customer requirements.
- Address past due backlogs by collaborating with buyers and planners to lead dates in accordance with date management standards.
- Act as a contact for the assigned factory to advance critical orders in a timely manner.
- Reinforce adherence to Service Level Doctrine 2.0.
- Status Updates
- Proactively handle order backlogs.
- Assist in forecasting sales shipments.
- Provide customers with order status updates at every stage, including supervising details once orders have shipped.
- Follow up on commitments and delivery achievements with relevant teams.
- Change Order Management
- Handle change order and cancellation requests efficiently.
- Support all inquiries related to orders from booking through invoicing.
- Assist with return material requests as needed.
- Provide after-sales support to ensure customer satisfaction.
- Mentoring and Continuous Improvement
- Measure and report on project performance metrics.
- Monitor project progress and address potential issues proactively.
- Train and mentor new hires to nurture team development.
- Coordinate and facilitate training sessions for ongoing skill enhancement.
Requirements
This role requires a strong customer service background, excellent communication skills, and the ability to work in a fast-paced environment. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply.
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